Job Title: Support Team Lead

Company Name: HOAi

Job Details: RemoteFull,Time

Job Url: https://hiring.cafe/viewjob/hyel3x94a3b0b7tl

Job Description: Posted 1w agoSupport Team Lead@ HOAiView All JobsRedwood City, California, United StatesRemoteFull TimeResponsibilities:design workflow, build systems, scale platformRequirements Summary:Senior backend engineering role; strong technical skills; ability to shape and scale systems; excellent communication and collaboration.
DescriptionHOAi is a fast-growing startup revolutionizing the community association management industry. Our AI workforce platform integrates machine learning technology to streamline labor-heavy processes, eliminating inefficiencies and driving scalability. With rapid growth in the AI space, we are pushing boundaries to redefine industry standards. HOAi is the leading AI solution for the community association management industry, enabling organizations to deploy AI Agents that function like experienced managers. These AI Agents go beyond traditional AI by proactively executing complex, multi-step processes with human-like reasoning—working autonomously, 24/7, across your entire operation. This transformation optimizes labor costs, enables growth without additional hires, and ensures faster, higher-quality service for residents and board members. HOAi was acquired by Vantaca in the fall of 2024. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates.  Here's the reality of our trajectory: Growing 100% year-over-year Our AI product (HOAi) went from $0 to millions in months Backed by Cove Hill Partners and JMI Private Equity 6M+ doors on our platform, displacing legacy systems About the roleYou will be responsible for shaping, and scaling a high-performing technical support function from the ground up.This is not a traditional support manager role. We are a fast-moving startup within a larger organization, and this role requires a leader who thrives in ambiguity, has exceptional agency, and is energized by the challenge of transforming a small, emerging support effort into a world-class operation.You will own the full customer support lifecycle for HOAi: defining processes, mentoring team members, managing escalations, collaborating with Product and Engineering, and ensuring customers receive fast, accurate, and empathetic resolutions.This role reports directly to the Senior Director of Customer Experience (HOAi) and will serve as the internal authority on HOAi support strategy, operations, and execution.What Success Looks LikeWithin your first 6–12 months, you will:Build and lead a cohesive HOAi support team that delivers consistent, high-quality customer experiencesEstablish clear processes for ticket triage, escalation paths, and cross-functional collaborationImplement and manage SLA, CSAT, and efficiency metricsReduce time-to-resolution and improve first-contact resolution ratesPartner with Product and Engineering to translate customer issues into actionable improvementsCreate a scalable foundation that supports rapid customer and product growthKey AccountabilitiesLead, Manage, Accountability (LMA): Build and lead the HOAi Support organizationOwn the end-to-end customer support experience for HOAi clientsHire, mentor, and develop a growing team of support specialistsDefine and execute the HOAi support strategy, tools, and processesServe as the voice of the customer internallyDrive measurable improvements in SLA attainment, CSAT, and operational efficiencyCore ResponsibilitiesStrategy & OperationsDesign and implement a comprehensive HOAi customer support strategy aligned with company growth and customer success objectivesBuild a scalable, repeatable support framework that can adapt quickly to new products, workflows, and customer needsDefine processes for ticket intake, prioritization, triage, escalation, and resolutionEstablish clear service level agreements (SLAs) and ensure consistent adherenceImplement reporting and dashboards to track key performance indicatorsDrive continuous improvement through workflow optimization and automationTeam LeadershipRecruit, onboard, and develop a high-performing HOAi support teamProvide day-to-day coaching, mentoring, and performance managementCreate training programs and knowledge resources to improve team effectivenessFoster a culture of accountability, ownership, and customer advocacyConduct regular 1:1s, performance reviews, and career development planningCustomer ExperienceAct as the escalation point for complex or high-impact customer issuesIndependently manage critical customer scenarios with professionalism and empathyEnsure timely, high-quality communication with customers at all stages of issue resolutionIdentify recurring customer pain points and advocate for solutionsCollaborate with Customer Experience, Engineering, and Product Teams to ensure seamless client interactionsCross-Functional CollaborationPartner closely with Product and Engineering to prioritize bugs, enhancements, and product improvementsCreate a structured “voice of customer” feedback loopTranslate support trends into actionable product and process recommendationsCoordinate resolution of technical issues requiring development resourcesHelp define internal processes between HOAi Support, and Vantaca SupportMetrics and ReportingTrack, analyze, and improve key performance indicators such as:SLA attainmentCSATTime to resolutionTicket volume and trendsTeam productivityRegularly report on team performance and strategic initiatives to leadershipExpectations For SuccessSLA Attainment: ≥ 80%CSAT: ≥ 92%Measurable reduction in escalations and resolution timesContinuous improvement in team efficiency and qualityQualificationsRequired3+ years of leadership experience in SaaS technical support5+ years working within a software support organizationProven experience managing support teams and processesStrong technical aptitude and troubleshooting abilityExceptional written and verbal communication skillsDemonstrated ability to prioritize, execute, and deliver in ambiguous environmentsHigh emotional intelligence and customer empathyProcess-oriented mindset with strong attention to detailHighly DesiredExperience in early-stage or high-growth SaaS environmentsFamiliarity with AI products or automation platformsExperience supporting enterprise B2B customersBackground working with ticketing systems, SLAs, and support analyticsKnowledge of HOA/Community Association Management industry (a plus)Competencies and BehaviorsThe ideal candidate will be:Highly proactive with a strong sense of ownershipComfortable operating without fully defined playbooksA problem solver who seeks clarity and drives actionCollaborative across departmentsData-driven and metrics-focusedCalm and effective under pressurePassionate about building exceptional customer experiencesWhy This Role MattersThis is a rare opportunity to be the foundational leader of a brand-new support function inside a rapidly growing AI company. You will have direct impact on how HOAi serves its customers, how the team grows, and how support evolves as a strategic differentiator. If you’re excited to roll up your sleeves, build something meaningful, and help shape the future of AI-powered customer support, we want to talk to you.The HOAi WayShoot for Impossible and Make it Happen: Sets audacious goals that others might see as unreachable and breaks them into actionable steps. Relentlessly perseveres through obstacles with resourcefulness and determination, turning ambitious vision into tangible results.Radical Candor Leads to Humble Excellence: Gives and receives direct, honest feedback with genuine care for others' growth. Stays open-minded on the path to continuous improvement, recognizing that the best outcomes come from carrying no ego.Hire and Develop the Best Talent: Actively seeks exceptional people who raise the bar and invests deeply in their growth. Creates opportunities for team members to stretch their capabilities, providing coaching and support that helps them reach their full potential.Why You Should Join Our TeamOur eNPS is +68! (Google it, that is great).Benefits: Medical, Dental, and Vision kick in day one.Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).401K with Company Match.Remote Flexible - come to the office when needed.Great parental leave benefits.Named on Inc 5000 list of America’s Fastest Growing Private Companies.Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.Winner of Coastal Entrepreneur Award, Technology Category.Active employee-led Culture Committee.Ongoing industry and professional development trainings available to all employees.Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.